General safety measures

Centre safety measures

How many people will be able to attend each session?

The capacity limit is different for every leisure centre and is dependent on the size of their gyms and workout spaces for other activities. For further information about our approach to your safety, visit the Safer, Better, Stronger section of our website here.

Can customers be assured that the centre is clean?

Heightened cleaning will take place in our facilities. A program will be in place to disinfect all high-touch surfaces on a regular basis. For more information about our safety procedures and practicalities of our leisure centres, click here.

Are water fountains available?

Water fountains will be available to fill bottles, but not for directly drinking. We ask customers to wash or sanitise their hands before using drink fountains to fill their own bottles.

Do I need to wear a face covering?

Face coverings are optional although we encourage their use in busy communal areas . In some UK locations face coverings remain mandatory, where this is the case clear signage will be in place.

What measures and changes can I expect when I visit the leisure centre?

As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on four key areas designed to continue to keep everyone in our community healthy and safe.

  • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
  • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where larger activity space is available, (including sports halls, pitches and tennis courts) leisure centres may run activities in these locations.
  • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to book your activity in advance, either online or via the Better UK app. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your membership or booking reference barcode (via card or the Better UK app) to enter.
  • Play your part: From cleaning your equipment before and after use, respecting the personal space of others and staying home if you feel unwell, everyone has a part to play in keeping each other safe.

A member of staff will be available upon arrival to assist with any questions you may have.

Can I go the gym after a COVID vaccine?

Yes! If you haven’t experienced any side effects after the vaccine, you can attend the gym as normal.

Booking group or one-off activity sessions

Booking account and payments

Can I reset my booking / member account password?

To reset your password

  • Visit the Better customer portal here
  • Click the 'Log in' button
  • Click ‘I have forgotten my password’ and then enter your email address or Customer ID and select 'Continue'
  • You’ll then be sent an email with a link to reset your password

To update your password

  • Log into the Better customer portal here
  • Click 'My details' from the options on the grey navigation bar
  • Under the 'personal details' section, you will find an area to update your password
  • Click the 'Save changes' button to confirm your updated password

Why am I being asked to pay for my activity?

If you hold a membership with us, your membership number may not be connected to your booking account or the activity you are booking is not included in your membership type. To ensure you are not being charged for activities included in your membership, your booking account must be linked to your membership. Click here for further information about setting up your booking account.

I don’t have a debit/credit card, can I pay for a booking?

Payments are required at the time of booking. Note that most of our centres are cashless. Please check with your local centre for more details.

 

Are the bookings free?

  • If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee.
  • Pay and play members will pay a discounted fee to participate in an activity at participating locations included within their membership.
  • Casual users will pay a fee to participate in an activity

Can I buy a day pass?

To purchase and book a session for swimming, gym or other activities, click here.

Making a group or one-off activity booking

How far in advance can I make a booking?

  • Swimming, gym, fitness classes and other sport activity bookings will be available 7 days in advance for members - from 6pm for swimming, 8pm for gym and from 10pm for fitness classes and other activities. Activity bookings will be available 5 days in advance for non-members.
  • Trampoline, soft play, birthday parties and Spa Experience treatment bookings will be available one month in advance in most locations.
  • Activity sessions are subject to availability and programming.

How do I book into a session?

  • Customers are encouraged to book online to guarantee their activity date and time.
  • Bookings can be made online by selecting your preferred venue here, or via the Better UK App.
  • Click here for information about booking activities online or via the Better UK app.

Do I have to be a member to make a booking?

  • You do not have to be a member to attend an activity or make a booking, however you will need to create a free online account before you can book an activity.
  • Pay and play memberships are also available to purchase and provide the membership holder with discounted activity fees. 
  • Visit the Better customer portal and select 'create an account', or visit our video guides to booking to learn how to create a free online account as a non-member.

Can I join a waitlist if there are no available time slots?

We are offering waiting lists to membership holders for fitness classes only. When an activity timeslot becomes available, you will be notified by email. Booking into a timeslot from a waiting list is on a first come, first served basis.

Can I book a session at another Better leisure centre?

Yes, you can book sessions at other Better leisure centres. You may be charged a fee if the location or activity is not included within your membership.

Managing your group or one-off activity booking

Do I need to bring proof of my booking to attend my activity?

Yes, you will need to show a booking confirmation on arrival. Your confirmation is found in the My Bookings section of the Better UK app and you will be able to use your member card on the Better UK app to scan yourself in on arrival. Alternatively, all bookings are confirmed via email. 

What happens if I fail to cancel or fail to attend my booked activity?

A £3 no show charge is automatically applied to your account if the activity booking is not attended. This charge will also be applied if you forget to scan your membership barcode or bypass the barcode reader on entry, as our system will not know you have attended. The £3 charge may be paid online or via the concierge at your leisure centre. Further booking privileges are also suspended until any outstanding fees are paid.

General group or one-off activity booking information

Which fitness classes will be running?

All our fitness classes are now running. Visit the fitness classes section of our website for a list of fitness classes. All activities are subject to availability and programming.

How can I view a leisure centre's activity timetable?

  • You can view available activities and session times on the Better UK app.
  • Alternatively, each leisure centre's activity timetable is available to view on the individual centre's webpage, they can be found by searching for the centre here. Timetables are updated regularly, so if there are programme changes, the latest information will be shown on the timetable.

How long do fitness class sessions last for?

Fitness classes vary in length depending on the discipline from 30, 45, 50 minutes. Please check the Better booking app or website for details of a particular class length.

I haven’t attended a fitness class before or don’t feel very fit, will I be ok to attend?

Yes!  Most of our fitness classes are suitable for all ages and abilities and are encouraged to work at your own pace along with our fitness instructor’s guidance. Our basics range of classes are particularly suitable for beginners and those new to exercise, details are available on our Better app and website.

You may also enjoy our 'Give it A Go' programme - available at no extra cost with any Better Health membership to support you to become more physically active. Following an initial health check, you'll be given a six week programme with a range of tailored activities to simply give it a go. At the end of the six weeks you'll feel more confident to find the right activities to keep you moving. For access to our Give It A Go programme, visit here for more information.

Can I attend without having a booking?

We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

If you have a membership that includes gym access then you are no longer required to book and can simply turn up and scan your membership card or barcode on the app to gain entry to the gym.

Can I give my booking to a friend if I can’t attend?

If you are no longer able to attend a booked fitness class, please cancel your booking at least 4 hours prior to the start of your booking so the slot can be given to the next person on the waiting list. If you fail to cancel, you will incur a £3 charge and have your future booking rights blocked until this is paid off.

Can I bring my carer with me? Do carers require a membership?

Yes, you can bring your carer with you. If you are paying to use our facilities, your carer won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity.

Should I bring my own equipment?

We encourage members to use their own equipment where possible in our fitness classes but fitness equipment will be provided where needed. Please remember to wipe down all equipment before and after use with the provided cleaning materials.

Memberships and payments

Membership freezes and changes

How do I freeze my membership?

You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating due to pregnancy or medical reasons. If you’d like to freeze your membership type, please follow the instructions below.

Via desktop

  • Log into the Better customer portal here
  • Select 'My Account'
  • Click 'Memberships' from the options on the grey navigation bar
  • Scroll down the page and select the 'Manage membership' button
  • Select your reason for requesting a membership freeze
  • Choose your membership freeze start date and time period

Via mobile or the Better UK app

  • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
  • Ensure you are logged in and select 'Account'
  • Select 'Memberships' from the drop down options
  • Scroll down the page and select the 'Manage membership' button
  • Select 'Submit a freeze request' and follow the instructions to request a membership freeze.

We may require reasonable evidence to support your request which can be uploaded when submitting a membership freeze request.

Can I change my membership type?

Yes, you can change your membership type by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request. 

Can I change my home centre?

Yes you can change your home centre by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request.

How do I cancel my membership?

We don’t want to see you leave. If you’d like to review your membership type instead, please complete a Customer Service enquiry here.

If you are unable to find a suitable alternative membership, you can cancel your membership and review your final payment date by following the instructions below.

Via desktop

  • Log into the Better customer portal here
  • Select 'My Account'
  • Click 'Memberships' from the options on the grey navigation bar
  • Scroll down the page and select the 'Manage membership' button
  • Select 'Cancel membership' and follow instructions on screen

Via mobile or the Better UK app

  • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
  • Ensure you are logged in and select 'Account'
  • Select 'Memberships' from the drop down options
  • Scroll down the page and select the 'Manage membership' button
  • Select 'Cancel membership' and follow the instructions on screen

We will be very sorry to see you leave and we’re always here if you’d like to come back.

Membership payments

I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?

To reactivate your membership, you will need to join again here

Can I change my bank details or the date of my direct debit?

During the joining process you will be given the option to select your desired Direct Debit collection date.  This date will need to remain the same for the duration of your membership.

Bank details can be updated, provided you have an active Direct Debit instruction.  Please contact us via our Customer Service team here as soon as possible if you require further assistance.

Who can I contact if I have questions about my membership?

If you are unable to visit us in person, please submit a message to our Customer Experience team via our website and we'll get back to you shortly.

New memberships

What are my membership options?

We have a range of Better Health memberships to make the most of a healthier lifestyle with inclusive access to our gyms, swimming pools and fitness classes, plus discounts on a range of other activities. Explore your options here. 

How do I join as a new member?

View the Memberships section of our website for further information about joining as a new member.

Can I see the leisure centre before joining?

Tours of the facilities are available with a member of the centre team. Check opening hours at your local leisure centre and pop in for a tour during those hours.

Do you offer discounts for students, NHS workers or corporate memberships?

We have a range of discounted Better Health memberships available for students, disabled people and corporate employees. Find out more here.

 

Can I refer a friend?

All members paying monthly or annually can refer a friend  by registering for our refer a friend scheme here. You will need to simply follow the steps  which allow you to share the offer with your friend.  Once your friend joins as a paying member (monthly or annual), you will both be entered into our weekly prize draw giving you a chance to win an annual membership with UK wide access.

Proof of eligibility

What proof of eligibility do I need to provide for a membership?

Some of our membership requires proof of eligibility, this should be uploaded via your online account either via the app or website.

Please ensure that when you are uploading proof you provide First Name, Surname, Date of issue/validation date and any other details depending on eligibility (e.g. Company name and logo or Place of study name and logo etc…)

We accept the following documents if you are providing eligibility proof for a membership:

Type

Accepted Docs

Concessionary

Carers Allowance

Concessionary

Universal Credit (we accept Child Tax Credit, Working Tax Credit, Housing Benefit / Council Tax Support)

Senior

60+ London Oyster Photo-card

Senior

Birth Certificate 60+

Senior

Driving License 60+

Senior

Freedom Bus Pass (Blue)

Senior

Passport 60+

Student

Current student enrolment letter/email

Student

Student ID

Student

Letter From School/College/University

Corporate

Letter from Company

Corporate

Staff ID

Corporate

Staff payslip

Corporate

Blue Light Card

NHS Corporate

 NHS ID Card (Belfast HSC ID Card)

Disability

Freedom Bus Pass (Yellow)

Disability

Disability Personal Independence (PIP) Payment

Disability

Disabled ID Card

Disability

Disability Working Allowance for over 60s

Disability

Employment & Support Allowance

Disability

Disability Living Allowance

Disability

Industrial Injuries Disablement Benefit

Disability

Disabled Person’s Tax Credit

Disability

Blue Badge (parking)

Disability

Disability Student Allowance (DSA)

GP Referral

Referral Letter/Card

We do not accept BANK STATEMENTS or ACCESS CARDS as a proof of eligibility.

Certain documents will expire after a set period of time, typically this is 12 months from when it is issued. Please note, if the documentation supplied to us is valid for less than 12 months, your document end date will be amended accordingly. (by who, how?)this will be done by the customer service team at time of approving the document

When your document is due to expire you will be required to provide us with new documentation before the expiry date, your membership will be suspended if new documentation is not provided and you will be subject to pay the set up fee again.

What proof do asylum seekers or refugees require to apply for a supported membership?

The supported membership scheme is for individuals who have applied for refugee status or been granted asylum in the UK.

In order for us to process your request for a supported 3 month membership or supported 3 month swimming lessons course, you will need to provide one of the following documents as proof of eligibility:

  • Home Office letter
  • Ukrainian Family Scheme Visa
  • Proof of official application to UK Government as Ukrainian refugee

The proof you provide must contain the First Name and Last name of all of the applicants in the submission. The proof must be dated within the last 12 months from the date the application is submitted.

My proof of eligibility document been rejected?

If your document has been rejected you will have received an email informing you of the reason why, you will be required to upload new documentation within 20 days of your join date to avoid your membership being suspended.

Once your membership is suspended you will need to re-join and pay any fees required at point of joining.

Reasons of rejection: 

  • Student proof of college, University or Higher education required
  • The corporate company you have uploaded proof is not on our approved list of companies
  • Eligibility document needs to be in colour
  • No name on document
  • Name on document doesn’t match the name we have on our records
  • Proof of Child and Parent/Guardian name needed along with relevant eligibility proof
  • Joined on incorrect membership due to age restriction
  • Senior Age proof doesn’t match eligibility age for option selected

- To check the eligibility age for your membership please visit our membership join site.

  • Date on the document is too old

- Dates need to be within the last 3 months or have a valid to and from date on document

  • Wrong document loaded

- The document provide doesn’t match the criteria we accept for the membership chosen

  • Unclear scan

- The document provided is not clear so we are unable to approve

- Attempt to rescan or upload in a higher quality

  • Original document has been altered

- It appears that that original document has been altered so we are unable to approve unless the original document is provided

  • Missing information (e.g. Name, Date, Company)

- Name or date is missing from the documents provided

- If joining in a corporate membership your eligibility proof must contain the company you work for (and for this to match our corporate list)

  • Incomplete or conflicting information

- Meaning the information provided doesn’t match the eligibility reason

- Name on document is different from name on your Customer account

 

Other considerations:

  • Senior age is set to 66+ in most locations. You will be required to provide the correct age proof when joining on a Better Health Senior membership.
  • When joining on a Corporate membership you will need to provide proof that you work for the company you selected, to check if you company is eligible please visit our membership join site ,  select the location you wish to join and the membership option, step 3 will then appear and you can check the corporate companies we current accept.
  • Some corporate membership require you to upload additional details or specific proof, you will have been provided this when you joined.
  • Junior Concessionary members need to provide proof of child and parent based on the above concessionary proof.

Leisure centres and locations

General centre information

Where is my nearest leisure centre?

View our centre finder to search for your nearest Better leisure centre.

How do I get directions to my leisure centre?

For directions, please see the centre overview page for your chosen Better location. Here you will find address, postcode, transport links and a map. View our centre finder to search for your nearest Better leisure centre.

How do I find out if a leisure centre has parking?

Many of our leisure centres have on-site car parking. Some leisure centres may charge a parking fee or require car park passes to be purchased in advance. Please check the individual centre's overview page here.

If the leisure centre does have parking there will be information displayed underneath the map on the centre's overview page.

Where can I find activity prices for the leisure centre?

Please check the Activity Prices tab on the individual centre's webpage here. You can also find activity prices via the Better UK app or in your online booking account when making a booking.

Do leisure centres have a bike store or bike racks?

Some of our leisure centres will have bike racks or bike space available. Use the location finder to check your local leisure centre for further information. If the leisure centre does have bike store facilities there will be information displayed underneath the map on the centre's overview page.

What outdoor activities are available?

Visit the outdoor activities section of our website for a list of outdoor activities being run in participating locations, including outdoor swimming, golf, fitness classes and tennis.

Do you hold onto lost property?

Lost property will be kept in a secure location for a short period of time. If you have lost an item, please speak to a member of staff who can look into this for you. Please do not bring valuables to the leisure centre.

How do I give feedback on a Better leisure centre?

Feedback is important to us, and if you feel we have got something wrong or left you feeling dissatisfied we’d like to hear from you, find out how here. If you feel that we have done a good job, we would love to hear about that too. Direct feedback can also be emailed to your home centre via your local leisure centre webpage.

Using the gym

Should I have an induction before joining the gym?

Whilst inductions are not mandatory for adults, we recommend booking one with one of our expert fitness coaches who will help tailor a bespoke gym experience based on your specific needs. Depending on experience, we can either provide you with a workout programme to follow, with regular reviews, or a simple orientation on the equipment and the opportunity to ask for advice.

Please note gym inductions are mandatory and free of charge for all Better Health Junior memberships.

What is your equipment cleaning process?

  • We have continued with our enhanced cleaning regime
  • Gym users will be expected to wipe down their own equipment before and after use
  • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
  • Members are asked not to use their sweat towels to wipe down equipment
  • For more information about our commitment to your health, wellbeing and safety, click here

Are junior gym sessions available?

Junior gym sessions are available at participating leisure centres and gyms. Better UK app and online advance bookings will only be available for junior gym and will be up to 60 minutes long.

Junior gym rules apply: 

  • Must be aged between 11 and 15
  • Free weights cannot be used
  • Fixed resistance machines can be used on the first weight only
  • Assisted chin and dip machines may not be used
  • Treadmills can be used at a maximum speed of 8km/h.
  • Treadmills can be used on a maximum incline of 6
  • Rowing machines can be used on a maximum resistance of 5
  • Rowing machines can be used at a maximum RPM of 30
  • Gym users will be expected to wipe down their own equipment before and after use
  • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
  • Gym users are asked not to use their sweat towels to wipe down equipment
  • For more information about our commitment to your health, wellbeing and safety, click here

Can I train with other people at the gym?

There are currently no restrictions on mixing on the gym floor. Private personal training sessions are not allowed within the gym and this service is provided by our partners YourPT

What are the opening hours for the gyms?

Please visit your local centre page for opening hours.

Using the swimming pool

What rules do I need to know before attending the swimming pool?

To ensure the safety of everyone, please read through our swim safely rules prior to swimming with Better.

What is the difference between Swim for All and Swim for Fitness sessions?

Swim For All

No matter your fitness ability, our Swim for All sessions are perfect if you're looking to build your confidence, work on your strokes, float away any stress, or just simple want to enjoy a more casual swim with your family and friends. Bookings can be made on the Better UK app, or online here

Swim For Fitness

If you’re looking for a low-impact way to get fit and healthy, swimming could be the perfect choice. Our Swim for Fitness sessions take place in slow, medium and fast lanes, so you can take things at your own pace. Bookings are available online here or via the Better UK app.

Can I bring my child for a swim?

Our pools are programmed with lots of sessions suitable for children . You can choose from Swim for All, Family Fun Swim, Aquasplash and Aqua play sessions. Learn more about the right swimming session for you here. 

Is the pool safe, what changes have you made to ensure the water is clean?

Our water management systems have been reviewed with industry guidance to continue to meet a high standard of safety. All our pools are disinfected with chlorine in-line with the industry standards. For further information about our approach to your safety, visit the Safer, Better, Stronger section of our website here.

Can I use swimming aids or equipment? Can I buy goggles or swimwear?

You can bring your own swimming aids / equipment from home. Goggles or swimwear will be available for purchase at participating leisure centres.

Will the disability hoist or pool pod be available?

Pool pods and hoists will be available for customers who require them. Please speak with staff upon arrival to be given access.

Can I move between lanes during a session?

If attending a Swim For Fitness session, please follow guidance on lane speeds and select the appropriate lane based on your ability, the ability of those already in the pool and the space available.

Do I need to book a slot to use the swimming pool?

We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

Filming, photography, facility hire and events

Can I film or take photos in the centre?

Please always check with a member of staff before you take any images. Photographs are not to be taken in any changing areas. Commercial photo opportunity requests can be submitted by completing a Commercial photography / filming enquiry online.

Can I hire a facility or venue for an event?

If you are interested in booking the venue for a public, private or commercial event, please contact our events team by visiting our dedicated Venue Hire Page.

Lessons and courses

Lesson Booking and Payment Information

How are my Direct Debit payments calculated?

Your monthly Direct Debit is calculated on: how many lessons are delivered in a year, multiplied by cost of each lesson. Then we divide the total into regular payments over 12 months.

I cancelled my lessons. How do I reactivate the lessons again?

To reactivate your lessons, you will need to re-join again by logging into your HomePortal account here.

How do I book a lesson?

Visit our dedicated lessons and courses booking system by selecting your preferred location here and then selecting a preferred activity to view the available lessons. Use the search filters on the booking system to get the best results.

What happens to my payments during the Christmas break?

All our lessons and courses break for two weeks at the end of December. Direct Debit payments are split into 12 equal monthly payments and cover the number of delivery weeks offered for each activity thoughout the year.

What level should I book?

Unsure what level to book? you can find all the information you need regarding our entry level criteria in the lessons and courses section of the website which can be found here. 

Whose details do I enter when booking a lesson?

During the registration process, you will be asked to provide the attendee’s details (this will appear on the register for our staff) as well as account holder information such as email address and this may be separate to the attendee’s details.

Can I book more than one person or lesson in my HomePortal account?

Yes, your HomePortal account can be used for multiple pupils or lessons. You will not be able to book more than one lesson on a single Direct Debit payment, therefore additional lessons will require additional Direct Debit payments to be set up within the HomePortal account.

Can I use a promo code as payment?

Yes, you will have the option to apply a promo code during the checkout process.

Who can I speak to if I have any questions?

A member of staff will be able to answer any questions you may have about our new lessons.  If you have any questions before your lesson, please complete the contact us form on our website. 

How do I cancel a lesson or course?

We don’t want to see you leave however if you would like to request a cancellation please complete the cancellation request form.

If you or your child is participating in multiple lessons, please ensure you provide us with detailed information to ensure the correct lesson is cancelled.

We will be very sorry to see you leave and we're always here if you would like to come back.

Can I freeze my/my child’s membership if we are unable to attend lessons?

You may request that we freeze your access to lessons if the member is temporarily unable to continue participating for one of the reasons below:

  • Injury/Long Term Medical condition – proof required
  • Pregnancy – Mat B1 proof required
  • Ramadan

During the requested freeze period, we will apply a reduction in your future payment collection. The pupil will be removed from the lesson register until they are ready to return and we will do our best to offer you a similar day and time, however this is not guaranteed. Submit your request for a membership credit via a Customer Service enquiry here.

What happens if my/my child’s lesson is cancelled?

From time to time we are unfortunately unable to deliver lessons. If the service disruption is a planned closure, you will be notified in advance and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

If the service disruption is unplanned, we will do our best to notify you as soon as possible and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

Lesson Credit: Where available, replacement lessons will be issued and allow you to attend your lesson on a different day and/or time in the future. Where this solution is applied, you will receive an email notifying you of the process.

Membership Credit: Where replacement lessons are unavailable, we will apply a reduction in your future payment collection.

Can I refer a friend to a lesson or course?

If you or your child are currently participating in lessons provided by Better you can refer a friend to any of our courses payable monthly or annually . In order to do so, you will need to register for the refer a friend scheme here. By following the steps you will be able to share a promotional code with a friend.  The code  must be used at the point of joining and will deduct £15 off the first payment. Once your friend has joined,  you will be entered into a weekly prize draw giving you the chance to win a 12 month course of your choice (subject to availability).

Managing Your Lessons (Home Portal)

What is HomePortal?

HomePortal is a simple web platform we use to help you manage multiple pupils from one account, view your lesson programme online, make new bookings and review pupil progress from our teachers.

How do I activate or register my HomePortal account?

Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) and answering some security questions to get started.

How can I access my barcode to scan for entry into the centre?

On the home page of your HomePortal account you will be able to hover over the pupil name(s) towards the top (task bar) which will allow you to select the option to access barcode. Once selected, you will be able print screen and use via your smart phone or print and bring along with each visit.

How many entries will my barcode allow?

The barcode will allow up to 3 swipes per visit to enable pupils and guardians entry within the lesson period.

How do I create my HomePortal account?

Your HomePortal account is created when you first make a lesson or course booking online. You will need to activate your HomePortal account before logging in for the first time. Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) to get started.

How do I reset my HomePortal password?

If you have forgotten your password, click the Forgotten your password? link on the HomePortal login screen and you will receive a password reset email to your registered email address.

How do I move a lesson to a different centre or change the day and time?

Our team will be happy to help you, please complete a Lessons and Courses Existing Customer Enquiry' here to discuss further.

Lesson Safety Information

What measures and changes can I expect when my child attends a lesson?

As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on the following key areas designed to continue to keep all pupils safe and healthy.

  • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
  • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where alternative lesson space is available, (including sports halls, pitches and tennis courts) leisure centres may run lessons in these locations.
  • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to arrive 10 minutes before the lesson start time. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your Home Portal barcode (via printed confirmation or online at Home Portal) to enter.
  • Play your part: From respecting the personal space of others when spectating to staying home / keeping your child home if you / they feel unwell, everyone has a part to play in keeping each other safe.

A member of staff will be available upon arrival to assist with any questions you may have.

Swimming Lesson Information

How do I find the right swim lesson for my child?

Get in touch with us via our swim school contact form so we can help you find a suitable lesson and level for your child, click here.

Why should my child start / return to swimming lessons?

Swimming is such an essential life saving life skill and drowning is still one of the most common causes in accidental death in children. As well as being an important life skill, swimming is also one of the most healthy and fun activities, improving strength, stamina, flexibility and posture - keeping your child active and happy at the same time.

What are the swimming lesson teacher to pupil ratios?

The average ratio for Foundation classes will be 1 Swimming Teacher to 8 pupils. In Development classes this will be 1 to 10. Academy classes 1 to 20.

Why do pupils have to wear a swimming hat?

This is to improve the safety and hygiene in our swimming lessons, as well as being used to reward and recognise the individual's achievements from one ability group to the next.

How do I cancel my child's swimming lessons?

We don’t want to see you leave however if you would like to request a cancellation please complete the swim school cancellation request. Were always here if you would like to come back.

Visit us for support

Help available in person

From booking an activity to enquiries about your membership, our staff are there to help if you would prefer to speak with someone in person. Use the location finder in the link below to search for your nearest location and further information including opening times and directions. 

You can visit us in person to speak with a member of staff. In some UK locations face coverings remain mandatory and you may be asked to wear a face covering upon arrival.

Find a location near me

Other ways to contact us

If you are unable to visit us in person, there are a number of other ways to get in touch with us for support.

Website

Can't find what you're looking for in the common questions at the top of this page?  Should you require support from our Customer Experience team, please click on the link below, submit a message to us via our website and we'll get back to you shortly.

Submit an enquiry

Phone

Contact any of our locations by phone to speak to a member of our customer service team. Each location's phone number can be found on the overview section of their dedicated website page. View our centre finder to search for your nearest location's website page.

To ensure your enquiry can be dealt with quickly, when you call you will hear a variety of options available to you. These options are:

  • Press 0 for activities to keep the kids entertained over the holidays
  • Press option 1 for bookings
  • Press option 2 for local centre information
  • Press option 3 for lessons and courses
  • Press option 4 for memberships
  • Press 7 for information on open water swimming and our lidos

For all other enquiries, please listen for further instructions on the call.

Find a centre's phone number